Collection & delivery

1. Pay for clothing before dispatch

The checkout total covers your selected clothes after any applicable bundle savings. Your order must have a confirmed clothing payment before we release it for collection or dispatch. We do not offer cash-on-delivery payment for the clothes through this website.

A pending M-Pesa request or a screenshot alone is not confirmation. If your account was debited but the order is pending, use Check payment on the order page and contact us. Do not pay a second time while we investigate.

2. Free collection from our shop

Collect from Newbies Family Fashion, Elburgon, Mastima, Opposite Michinda Primary Road. Our normal hours are every day, 8:00 am–8:30 pm, Kenya time. Please wait for confirmation that your order is ready and agree a collection time.

Bring your order reference. If someone will collect for you, tell us their name and contact details in advance so we can verify the handover without requesting unnecessary identification.

3. Matatu delivery and separate charges

We usually send parcels using a matatu serving an agreed destination or stage. This is generally stage-to-stage transport, not doorstep delivery. Only destinations we can currently serve appear at checkout; contact us about other areas before ordering.

Before dispatch, we will agree the route or operator, destination stage, estimated arrival and delivery charge with you. Pay that agreed delivery charge directly to the driver or operator when collecting the parcel on arrival. It is not included in the website total and does not form part of your Newbies M-Pesa payment.

We will not dispatch on a newly quoted delivery charge without your agreement. If no acceptable route or charge can be agreed before dispatch, you may collect from the shop or request cancellation and a refund of the unfulfilled clothing order.

4. Preparing and dispatching your parcel

We check item codes and pack your selected pieces before handover. Dispatch timing depends on payment verification, your confirmation of delivery arrangements and the operator schedule. We will tell you the expected dispatch and arrival timing for your order; same-day or next-day delivery is not guaranteed.

Where available, your order page will show the matatu or driver details and dispatch reference entered by our team. The website does not provide live vehicle tracking. Contact us if those details are missing or unclear.

5. Your contact details and collection

Provide an accurate recipient name, reachable phone number and precise destination or pickup stage. Keep your phone available around the expected arrival time. Tell us about changes before dispatch; a reroute after handover may require agreement with the operator and additional charges.

Collect promptly at the agreed stage and check the parcel identification before accepting it. Ask for the delivery payment acknowledgement available from the driver. Any reasonable extra storage, rerouting or repeat-delivery cost must be explained and agreed where applicable; there is no automatic undisclosed penalty.

6. Delays, loss or damage

Travel delays can arise from traffic, weather or operator changes. We will help you obtain an update and discuss alternatives if the agreed arrangement cannot be completed.

Inspect the package when practical and report missing, wrong or damaged contents promptly. Keep the packaging and relevant messages if available. Photos can assist but are not an absolute requirement. Do not put yourself at risk to collect or inspect a parcel.

Contact Newbies if the parcel cannot be located or a driver requests a different charge. We will investigate with the operator and determine the appropriate remedy and our legal responsibilities. Separate payment to the driver does not waive your statutory rights against Newbies.

7. Returns and support

Contact us before returning goods through a matatu so we can arrange the correct handover. Our Returns & refunds policy explains eligibility, transport responsibility and refunds.

Call 0791 273 661 or email info@newbies.co.ke. Include your order reference and destination when asking about a parcel. Never share your M-Pesa PIN, password or security codes.